DEBT COLLECTION AGENT at Phillips International Auctioneers

JOB PURPOSE

The overall objective of this role is to follow up on delinquent accounts our clients place with Phillips International Auctioneers and implement recovery action plans to achieve timely, maximum recovery of outstanding debts while maintaining professionalism, integrity, and full regulatory compliance.

KEY RESPONSIBILITIES

Reporting to the Team Leader, the Debt Collection Agent will:

1. Manage an allocated portfolio of delinquent accounts, applying the collections strategy and follow-up schedule set by the Team Leader within client instructions, company policy and applicable regulation.
2. Receive, record, verify and validate debtor details and account information as supplied by clients (principals).
3. Contact debtors by telephone, SMS, e-mail, letter and scheduled visits to recover outstanding amounts.
4. Trace and locate debtors with outdated or unreachable contact details using the Skip Trace Center tools and procedures.
5. Advise debtors on options for clearing their debts, and communicate clearly the importance of payment and the consequences of non-payment.
6. Negotiate payment arrangements, record Promises to Pay (PTPs) accurately, and follow up daily until each commitment is honoured.
7. Prepare and submit approval requests for negotiated settlements and discounts, and follow through until the account is fully settled.
8. Assess whether a debt is collectible and recommend escalation of non-responsive or high-risk accounts (e.g. legal action, field recovery or attachment) to the Team Leader.
9. Resolve and mediate disputes between debtors and clients, escalating unresolved cases promptly.
10. Issue demand and reminder letters to defaulting debtors and ensure each account file is properly documented and monitored.
11. Provide debtors with correct account details, including balances and payment instructions.
12. Verify proof of payment, update the account status, and initiate the clearance process, sharing confirmation with the relevant client.
13. Update the collections system in real time with call notes, contact outcomes, PTPs and payments received.
14. Achieve assigned daily, weekly and monthly collection targets and key performance indicators (KPIs).
15. Prepare daily, weekly and monthly collection reports and client account status updates as required.
16. Respond to all debtor and client correspondence by e-mail, telephone and postal mail in a timely and professional manner.
17. Maintain data integrity and keep debtor and client information strictly confidential, in line with the Data Protection Act, 2019 and company policy.
18. Conduct all collection activity ethically, respectfully and lawfully, with no harassment, intimidation or misrepresentation of any kind.
19. Participate in team meetings, trainings and performance reviews, and suggest improvements to the collection process.

REQUIRED QUALIFICATIONS AND EXPERIENCE

1. Diploma in Business Administration, Banking/Credit Management, Finance, Accounting, Sales and Marketing or any other related field from a recognised institution.
2. At least 1–2 years’ experience in debt collection, credit control, call centre, or sales and marketing. A banking or credit management background will be an added advantage.
3. Sound understanding of debt recovery processes and techniques, and the ability to apply credit knowledge to achieve positive negotiation outcomes.
4. Proficiency in Microsoft Office (Word, Excel, Outlook) and the ability to work with collections or CRM systems.
5. Fluency in English and Kiswahili, spoken and written.
6. A working knowledge of data protection requirements and ethical collection practices is an added advantage.

KEY SKILLS AND COMPETENCIES

1. Strong negotiation, persuasion and customer-handling skills, including the ability to manage difficult conversations professionally.
2. Excellent written and verbal communication, with the ability to engage individuals and groups.
3. Strong analytical and problem-solving skills.
4. Ability to work under pressure and consistently meet targets and deadlines.
5. High integrity, professionalism, confidentiality, and attention to detail.
6. Self-discipline, good time management and a high attendance rate.
7. Team player who takes direction well and works independently on an assigned portfolio.

HOW TO APPLY

Interested and qualified candidates should submit the following through jobs@phillipsauctioneers.co.ke , quoting the position title "Debt Collection Officer" in the subject line:

• A detailed CV with the contact details of three professional referees

• A copy of your National ID

• Copies of academic and professional certificates

Only shortlisted candidates will be contacted. Canvassing will lead to automatic disqualification.